Digikart Help · 10 min
The barrier is not the tool, it is the sentence at the till. The exact words to say, where to stand the poster, what to do at the rush and when someone says no.
The right moment is neither when they order nor after you have handed the change over. It is while the card machine is thinking, or while you are bagging up. The customer's hands are free and the phone is often already out. You are not making the queue longer: you are talking in a dead moment that existed anyway.
“Have you got our loyalty card? It sits in your phone, you just scan the QR there.” Nothing more. No “digital loyalty programme”, no explanation of how the stamps work. Two facts are enough: it exists, and the QR is within reach. Say exactly the same sentence to every customer. After a day it comes out on its own and costs you no effort at all. If your regulars call it a stamp card, use their word.
As you say the sentence, put a finger on the poster. The customer follows your hand and opens the camera. There is no app to install and no email address to type in: the card is added to Apple Wallet or Google Wallet, and a web card takes over if their phone does not handle wallets. Then do not stand there watching them. Carry on serving, they finish on their own.
A waiting customer always looks at the same place: the card machine, or your hands. Put the A5 poster there, an arm's length away. Not behind you, not off to one side, not by the door. If they have to turn their head or lean over, they give up. A poster standing in an acrylic holder lasts better than a sheet taped up that curls at the corners within a week.
When there are six people behind, do not start a conversation. Keep a short version ready: “Loyalty card, it's the QR just there.” You plant the idea, they scan while they wait for their order or on the way out, and the queue keeps moving. Go back to the full sentence as soon as the pace drops. One glance at the queue tells you which version to use.
Next time round, you are the one scanning the QR on their card. Open the scan screen when you see them come in, not when they are standing in front of you. The gesture then takes the time they spend putting their card away. A phone on a stand beside the till, scanner already open, turns this into a reflex. On a tablet or a counter computer with a camera, the scan also works from the browser, which asks you for permission to use the camera. With no camera, the “Scan a customer manually” button on the Home page credits the visit from your customer list.
Three things, not one more. One: the sentence, written out word for word on a card taped under the counter. Two: where the poster is and how to open the scanner. Three: a dry run on your own phone, so they have scanned once before doing it in front of a customer. On the Pro plan, create an employee account for them: they get the scan, not your settings and not your figures. On the other plans, it is your own session that stays open on the counter phone.
A refusal is handled in one sentence, never two. “I'm not downloading another app”: “It's in Wallet, there is nothing to install.” “I don't come in often enough”: “That's the point, the count doesn't reset, it waits for you.” “I don't want you sending me offers”: “You turn the card's notifications off in your phone settings, or you delete it, whenever you like.” If the no stays a no, you smile and move on to the next person. Pushing a second time costs you more than the card brings in.
On your dashboard, the number of customers signed up tells you whether the sentence is landing. If it barely moves, it is almost never the poster: it is that the offer gets forgotten as soon as the counter gets busy. Count over one single day how many times you actually said it. That is the number to watch at the start, before all the others.
The day your sentence costs you no effort, stop rewriting it: an imperfect line said to every customer signs up more people than a perfect one said to one customer in three.
Loyalty card in Apple Wallet and Google Wallet, unlimited customers, no bank card, ready in 15 minutes.